Overview
With the upcoming unification of the Customer Experience (CEX) reports into Analytics for Contact Center (ACC) application, followed by the decommissioning of CEX as a standalone application, we are supporting our customers to start using the Contact Center Historical Analytics Detailed Report API instead of the existing Recent Calls API which will also be decommissioned.
Deprecation Schedule
The current Recent Call API will be deprecated in the beginning of the year 2024. After that, it will no longer be supported, and we highly recommend transitioning to the new API at your earliest convenience.
- Recent Calls API (old, will be EOL)
- Contact Center Historical Analytics Detailed Report (new)
The Contact Center Historical Analytics Detailed Report API matches the current capabilities from Recent Calls API. Considering the two APIs have been differently implemented, there are some differences in the metrics and filtering notation between the two hence we are compiling this migration guide which will allow customers to easily transition and start using the Contact Center Historical Analytics Detailed Report API.
Applies To
- 8x8 Contact Center
- Customer Experience (CEX)
- Analytics for Contact Center (ACC)
- Recent Calls API
Recent Calls API vs Contact Center Historical APIs Metrics Mapping
Current Recent Call API Metric |
Mapped Contact Center Historical Analytics Detailed Report API Metric |
|---|---|
dialedNumber |
channelName or channelID |
callerName (inbound) |
customerName |
destinationNumber |
destination |
callType |
direction |
callId |
interactionId |
timeInIVR |
ivrTreatmentDuration |
callerPhoneNumber |
customerPhone |
agentCallHandlingDuration |
participantHandlingDuration |
holdDuration |
participantHoldDuration |
agentId |
participantId |
maximumHoldDuration |
participantLongestHoldDuration |
muteDuration |
participantMuteDuration |
callerName (outbound) |
customerName |
queueId |
queueId |
waitTime |
queueWaitDuration |
hungupBy |
terminatedBy |
callDate(full timestamp) callDateOnly(only the date) callTime(only the time) |
time (timestamp with date and time) |
abandonTime |
timeToAbandon |
transactionId |
transactionId |
transferCount |
The new CCA API, the transfers are being separated allowing customers to see the specific transfer type; if needed, customer can sum these value to obtain the desired outcome blindTransferToAgent blindTransferToQueue warmTransfersCompleted |
callDuration |
interactionDuration |
scheduleHours |
scheduleHours |
agentGroup |
Not available yet |
Recent Calls API vs Contact Center Historical APIs Filters Mapping
Current Recent Call API Filter |
Mapped Contact Center Historical Analytics Detailed Report API Filter |
|---|---|
tenantId |
X-Tenant-Info, for Multi Contact Center tenants only |
timeRange(start: timestamp end: timestamp) |
dateRange(start: YYYY-MM-DDTHH:MM:SS.SSSZ end:YYYY-MM-DDTHH:MM:SS.SSSZ) |
timezone(America/New_York) |
timezone |
callerName |
customerName |
tenantAgents |
participantId |
tenantQueues |
queueId |
agentHoldCount |
participantHold |
agentMuteCount |
participantMute |
transferCount |
The new CCA API, the transfers are being separated allowing customers to see the specific transfer type; if needed, customer can sum these value to obtain the desired outcome blindTransferToAgent blindTransferToQueue warmTransfersCompleted |
callDuration |
interactionDuration |
timeInQueue |
queueWaitDuration |
timeInIVR |
ivrTreatmentDuration |
agentCallDuration |
participantBusyDuration which is computed from 3 separate metrics we offer : participantOfferDuration + participantHandlingDuration + participantWrapUpDuration |
agentHoldDuration |
participantHoldDuration |
New Contact Center Historical Analytics Detailed Report API Benefits
The new API offers a wider range of enhanced capabilities compared to the legacy Recent Calls API.
- An enhanced list of metrics & filters, referenced in the Developer documentation.
- Improved security up to date with 8x8 guidelines.
- Better sorting and filtering capabilities.